Programming and Infrastructure Specialist
4 weeks ago
The primary objective of this role is to provide proactive support and maintenance for WNS Global Services' IT infrastructure, including Desktop Services, through effective incident management, fault diagnosis, repair, preventative maintenance, and daily service tasks.
This position requires flexibility, as it involves working shifts on a 24/7 rotation to support various customers across different time zones.
Key responsibilities include:
- Maintaining and supporting WNS business applications, ensuring the reliability, availability, and sustainability of information and communication resources.
- Efficiently managing tickets, prioritizing, and escalating incidents as needed.
- Installation, diagnosis, maintenance, and repair of PC hardware, Telephony, and related hardware according to business requirements.
- Minimizing downtime, proactively identifying potential risks, and suggesting and implementing solutions.
- Responding to business incidents and problems, escalating incidents when required.
- Providing desktop support services to all departments and desktop users related to computer hardware, software, and telecommunications operations.
- Responding, diagnosing, and repairing system faults within agreed Service Level Agreements (SLAs).
- Ensuring tasks are completed to a high standard and within agreed timescales.
- Efficiently escalating incidents to the Tier 3 IT Support Team as needed.
Additionally, this role involves:
- VoIP phone configuration and support.
- Ensuring the availability of WNS's VOIP/ Video Conference facilities and testing them daily.
- Working flexible hours, including weekends, public holidays, US, and UK hours.
- Willingness to work after-hours if required.
Qualifications and Requirements
IT Qualification
Grade 12 minimum
Estimated Salary: $70,000 - $90,000 per annum, based on industry standards and location.
Location: [Insert Location]
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